ALOHAS is more than a fashion brand : it’s a responsible shopping experience and an opportunity to take part in the fight against overproduction in the fashion industry.
Working at ALOHAS means being part of the innovation and growth of a Spanish start-up with a young, creative, and proactive team, where communication flows and energy levels are high. It’s a demanding environment, but extremely rewarding, and we take pride in learning from one another and strive to make sustainability a way of life beyond the workplace.
We’re passionate about what we do, and that passion shines through in our work.

THE ROLE
As our CX Automation & AI Lead , you are the technical architect of how ALOHAS' customer experience scales without growing headcount . You report to our Head of Customer Service and you build the systems, flows, and AI agents that let a 9-person team handle 2–3x ticket volume without losing quality.
You design how AI agents, humans, and channels work together — where AI handles autonomously, where humans stay in the loop, and how every handover preserves customer context.




This is not a Team Lead role. It's the technical specialist seat the function doesn't have today.
YOUR CHALLENGE
- Architect and build ALOHAS' automated CX model — deflection flows, AI agents for repetitive tickets, smart escalation to humans where it matters.
- Design human-in-the-loop processes: AI does the work, humans review and approve at the points that matter (refunds, brand-sensitive responses, complex escalations). Know when AI decides and when it doesn't.
- Build multi-agent workflows with clean handovers — specialist agents routing to each other and to humans without losing context, state, or customer history.
- Architect omnichannel coherence — unified customer state and consistent voice across email, chat, WhatsApp, and Instagram. The same customer should never have to repeat themselves across channels.
- Design the data spine between Shopify, Odoo, and Gorgias so the system has wh

📌 CX Automation (Barcelona)
🏢 ALOHAS
📍 Barcelona